Notes

Hello! Thank you for contacting Customer Care! My name is Diego tell me what can I do for you today?
Hello! Thank you for contacting Customer Care! My name is Diego and I will be happy to assist you.
Tell me what can I do for you today?

I apologize for the inconvenience, please allow me a moment to look into this.
Thank you for that information, provide me one moment to check this.

I'm still working with you.
I'm sorry for the delay, I'm still working with you.
Thanks for your patience, please allow me a moment to look into this.
Just to confirm, is your order the one placed with
I apologize, but I'm struggling to find your order, can you provide me your
Would you like us to redeliver those items, or you prefer a refund?
For security purposes, I´m not allowed to provide that information.
Give me a moment to contact the restaurant to check this situation.

It´s done, besides this, is there any other question I can assist you with?
Is there any other question I can assist you with?
Besides this, is there any other question I can assist you with?

Can you provide me your promo code, so I can apply it for you?
I just applied the promo code to your order, your new estimated total is
Unfortunately there´s no specification regarding this item, you can add it in the special instructions box for your next order.
Unfortunately there´s no specification regarding this item, due to this I´m not able to take any actions on this matter,
I understand your situation, and I deeply apologize,but unfortunately is not possible to cancel the order since is being prepared already.
I just checked this situation with my supervisor, however the supervisor didn´t authorized the refund, I apologize for the inconvenience.
We can apply the $12 promo code for you, but we require you to create an order, so the promo can go through, just make sure the subtotal of your order is over $15.


I just contacted the restaurant, they told me that your order will arrive in 5-10 minutes.
I apologize for the inconvenience, due to this situation I can offer you a $10 Freegrub for you to use with your next order.
I apologize for the late delivery. For the inconvenience, I've sent over a discount code, via email, that you can use towards your next order within the next 30 days.
I apologize for the inconvenience, due to this situation I've sent over a discount code, via email, that you can use towards your next order within the next 30 days.
I apologize for the inconvenience, due to this situation we have processed a refund for this issue. Depending on your bank, it can take up 3 to 5 business days to reflect in your account. You'll either see a credit for the amount or the charge will disappear entirely.
Due to the fact that the order was already canceled, the refund of your money is already processed, depending on your bank, it can take up to 24 hours to reflect in your account. You'll either see a credit for the amount or the charge will disappear entirely.
In order to fix this issue, we escalated this situation to the next level of assistance, you will be contacted in the next 48 hours regarding this situation.
I apologize for the inconvenience. due to this the inconvenience, we can give offer you a discount code. Would you like it?

Please allow me a moment to update the ETA.
Can you wait 5-10 minutes for the diner to call back? if you do not hear back from the diner after this time frame, you can mark the order as delivered and proceed with your next delivery.
Please select "I have arrived" on the Driver App. Then, wait 5 minutes for the order to be prepared. if you don't have the order after 5 minutes. Please give us a call so we can transfer you to DriverCare for further assistance.
I apologize, we would appreciate if you could wait for this order to be made. We will get you out the door as soon as possible.
Othewise if you prefer give us a call so we can transfer you to Driver Care so we can reassign the order.
I just canceled the order, you can now continue to your next delivery.
---------------------------------------------------------------------------------------------
Chat disconnected,the ticket was assigned to another agent.
Chat disconnected, not enough information to continue chat.

"Mr. this is Grubhub. It appears we were disconnected, however, we are working on resolving your issue. There is no need to further contact us and we will confirm once everything is completed."
Hey Grubhub here! We do apologize, but it appears that the restaurant is now closed for delivery with . We are so sorry for the inconvenience and would like to provide you $5.00 of FG Cash for the inconvenience
Hey Grubhub here! We do apologize, for the late delivery with . We are so sorry for the inconvenience and would like to provide you $5.00 of FG Cash for the inconvenience
Hey Grubhub here! We apologize, for the issue that you had with your order . Due to the inconvenience and would like to provide you $10.00 of FG Cash for the inconvenience

DINER DID NOT ANSWER
Who did we speak with:
What was their issue:ci bcs the dinner is not answering
What action did we take: contact dinner/ didn't answer/sms and emai/ edu driver to wait 5-10 minutes for the diner back. if not hear back from the diner after this time frame, the order can be marked as delivered and proceed to their next delivery.
ADD ETA (DRIVER)
Who did we speak with:
What was their issue:ci to update ETA
What action did we take:update ETA// driver ok
ORDER NOT AT RESTAURANT
Who did we speak with:
What was their issue: ci bcs the order is not ready yet
What action did we take:edu driver to wait 5 to 10 minutes// driver ok
ORDER NOT AT RESTAURANT ENTERPRISE
Who did we speak with:
What was their issue: ci bcs the order is not ready yet
What action did we take:edu Driver to select "I have arrived" on the Driver App and wait 5 to 10 minutes// driver ok
RESTAURANT CLOSED
Who did we speak with:
What was their issue: ci bcs restaurant is closed
What action did we take: contact restaurant//they didn´t answer//stop taking orders//cancel order//sms// edu cx can continue with next delivery
PROMO CODE
Who did we speak with:
What was their issue: ci bcs is having issues to redeem the promo code
What action did we take: confirm promo code//apply promo code
LATE DELIVERY
Who did we speak with:
What was their issue:ci bcs the order is late
What action did we take: contact restaurant//provide ETA//$5 in concession
LATE DELIVERY UNWANTED
Who did we speak with:
What was their issue:ci bcs the order is late and wants to cancel order
What action did we take: cancel order
MISSED DELIVERY
Who did we speak with:
What was their issue: ci bcs the order never arrived
What action did we take:check previous interactions//there are no attempts to contact the dinner//refund on GH// cx ok

Jesus Ortiz [1:52 PM]
Hai hai
Arigato
Empathy for every situation.
*Delivery Estimate Confirmation:* I know how important it is for you to know when your food will arrive, and I will gladly assist you with this information.
*Late Delivery-* I apologize about your order not being delivered when expected. Please allow me a moment to review the situation for you.

*Order not received/Missed Delivery-* I understand your concern about your order not being delivered. Please give me a moment to review this situation for you.

*Unwanted-Too Late:* I am sorry to hear that we were not able to fulfill your delivery on time. I apologize for the situation and I will gladly assist you in cancelling your order.

*Unwanted-Change of Plans:* Of course, I can definitely assist you in reviewing if your order can be cancelled. Please give me a moment to get your order’s information.

*Missing Item:* I understand your concern about not receiving the (all of the items)* you ordered. Please give me a moment to review yur order and to assist you with this situation.

*specify the missing items

*Incorrect Item:* I understand your concern about not receiving the items you ordered. I will gladly assist you finding a solution for this situation.

*Incorrect Order:* I apologize about the confusion made with your order. Please give me a moment to review the situation and find the best solution for you.

Diego Diaz [1:52 PM]
REFUND TIP
Who did we speak with:
What was their issue: ci to have tip refunded
What action did we take: refund tip
FOOD QUALITY
Who did we speak with: Loki
What was their issue: ci bcs the quality of the food was bad
What action did we take:refund item
FOOD QUALITY
Who did we speak with: Loki
What was their issue: ci bcs the quality of the food was bad
What action did we take:refund item
FOOD QUALITY SELF DELIVERY
Who did we speak with:
What was their issue: ci bcs the quality of the food was bad
What action did we take: contact restaurant// refund denied//chat disconneccted//$10 in concession// sms

Outbound call notes (if an outbound call was made):
(Required) Name of the person you spoke with
Provide a description of what was discussed:
TEMPERATURE GHD
Who did we speak with:
What was their issue: ci bcs his food was cold
What action did we take: offer disccount//cx wants refund// refund order
TEMPERATURE SELF DELIVERY
Who did we speak with:
What was their issue: ci bcs his food was cold
What action did we take: //cx wants refund/ redelivery/contact restaurant/ refund order on restaurant/they´re able to accommodate redelivery

Outbound call notes (if an outbound call was made):
(Required) Name of the person you spoke with
Provide a description of what was discussed: the order was cold //
FOOD IS DAMAGED
Who did we speak with:
What was their issue: ci bcs the food arrived all damaged
What action did we take: offer $10 in concession// dinner ok//chat disconnected// sms
FOOD IS DAMAGED SELF DELIVERY
Who did we speak with:
What was their issue: ci bcs the food arrived all damaged//cx prefers refund/redelivery// refund applied on restaurant//restaurant can accommodate a redelivery//dinner ok

Outbound call notes (if an outbound call was made):
(Required) Name of the person you spoke with
Provide a description of what was discussed: the order was damaged//
INCORRECT ITEM
Who did we speak with:
What was their issue: ci bcs she received a wrong item
What action did we take:refund item
INCORRECT ITEM SELF DELIVERY
Who did we speak with:
What was their issue: ci bcs she received a wrong item
What action did we take: contact restaurant// refund item// refund denied// $10 in concessions

Outbound call notes (if an outbound call was made):
(Required) Name of the person you spoke with:
Provide a description of what was discussed:
INCORRECT ORDER
Who did we speak with:
What was their issue: ci bcs the order that was received was wrong
What action did we take: refund order on GH
MISSING ITEM
Who did we speak with:
What was their issue: ci bcs item is missing from the order
What action did we take:refund item


CHANGE TO DELIVERY
YES
Who did we speak with:
What was their issue: ci do change the order to delivery
What action did we take: contact restaurant//requested delivery//they accepted//cx ok

Outbound call notes (if an outbound call was made):
(Required) Name of the person you spoke with:
Provide a description of what was discussed:

NO
Who did we speak with
What was their issue:ci bcs she wanted to have the order as delivered
What action did we take:contact restaurant//they don´t have delivery service//edu cx order cannot be sent//cx wants to cancel order //edu cx we cannot process a cancelation//I offered $10 in concessions//


REFUND CONFIRMATION
YES
Who did we speak with:
What was their issue: ci to confirm refund
What action did we take:confirm refund

NO
Who did we speak with:
What was their issue: ci bcs she received a refund if is not reflected yet
What action did we take: edu cx we have to escalate the issue and she will be contacted asap//transfer ticket to cxt

Diego Diaz [8:04 PM]
Hello! Thank you for contacting Customer Care! My name is Diego tell me what can I do for you today?
Hello! Thank you for contacting Customer Care! My name is Diego and I will be happy to assist you.
Tell me what can I do for you today?

I apologize for the inconvenience, please allow me a moment to look into this.
Thank you for that information, provide me one moment to check this.

Just to confirm, is your order the one placed with
I'm still working with you.
I'm sorry for the delay, I'm still working with you.
Thanks for your patience, please allow me a moment to look into this.
I apologize, but I'm struggling to find your order, can you provide me your
Would you like us to redeliver those items, or you prefer a refund?
For security purposes, I´m not allowed to provide that information.
Give me a moment to contact the restaurant to check this situation.

It´s done, besides this, is there any other question I can assist you with?
Is there any other question I can assist you with?
Besides this, is there any other question I can assist you with?

Can you provide me your promo code, so I can apply it for you?
I just applied the promo code to your order, your new estimated total is
Unfortunately there´s no specification regarding this item, you can add it in the special instructions box for your next order.
Unfortunately there´s no specification regarding this item, due to this I´m not able to take any actions on this matter,
I understand your situation, and I deeply apologize,but unfortunately is not possible to cancel the order since is being prepared already.
I just checked this situation with my supervisor, however the supervisor didn´t authorized the refund, I apologize for the inconvenience.
We can apply the $12 promo code for you, but we require you to create an order, so the promo can go through, just make sure the subtotal of your order is over $15.
MISSING ITEM
Who did we speak with:
What was their issue: ci bcs item is missing from the order
What action did we take:refund item
MISSING ITEM SELF DELIVERY
Who did we speak with:

What was their issue: ci bcs item is missing from the order

What action did we take:contact restaurant /refund item


Outbound call notes (if an outbound call was made):

(Required) Name of the person you spoke with:

Provide a description of what was discussed:

CHANGE TO DELIVERY
YES
Who did we speak with:
What was their issue: ci do change the order to delivery
What action did we take: contact restaurant//requested delivery//they accepted//cx ok

Outbound call notes (if an outbound call was made):
(Required) Name of the person you spoke with:
Provide a description of what was discussed:

NO
Who did we speak with
What was their issue:ci bcs she wanted to have the order as delivered
What action did we take:contact restaurant//they don´t have delivery service//edu cx order cannot be sent//cx wants to cancel order //edu cx we cannot process a cancelation//I offered $10 in concessions//


REFUND CONFIRMATION
YES
Who did we speak with:
What was their issue: ci to confirm refund
What action did we take:confirm refund

NO
Who did we speak with:
What was their issue: ci bcs she received a refund if is not reflected yet
What action did we take: edu cx we have to escalate the issue and she will be contacted asap//transfer ticket to cxt